7.1 Lap Communcation Techniques

Front 1

KT:

Clarifying Techniques

Back 1

Techniques that help both participants identify major differences in their frame of reference. The purpose is to promote mutual understanding.
Nurse requests feedback re: accuracy of message received (verbal/nonverbal)

Front 2

KT:
Clinical Interview

Back 2

a systematic attempt to either
* understand those problems in clients’ lives that interfere with meeting their goals
*to help them improve their skills
*learn alternative ways of dealing effectively with their problem.

Front 3

KT:
Closed Questions

Back 3

Ask for specific information (dates, names, numbers, "yes" or “no” information).

Front 4

KT:
Congruent Communication

Back 4

Matching between verbal and nonverbal messages

Front 5

KT:
Cultural Filters

Back 5

A form of Cultural Bias or Predjudice that determines what we pay attention to and what we ignore

Front 6

KT:
Empathy

Back 6

Intellectual process that involves understanding correctly another's emotional state and point of view; an appropriate emotional response by the provider.

Front 7

KT:
Exploring

Back 7

A technique that enables the nurse to examine important ideas, experiences, or relationships more fully. "Everybody hates me"... "Give me an example"

Front 8

KT:
Feedback

Back 8

The response or message that the receiver returns to the sender during communication.
AKA: response
4th component of communication process

Front 9

KT:
Leading Question

Back 9

A question that influences the client to give a particular answer; usually a closed question
E.g. "you will take your medicine won't you?"

Front 10

KT:
Medium/channel

Back 10

The means (medium) by which a message can be sent.
E.g. through auditory (hearing), a visual (seeing), or a tactile (touch) means

Front 11

KT:
Neutral questions

Back 11

A question the client can answer without direction or pressure.
Open ended, and is used in nondirective interviews.
Example: “How do you feel about that?”

Front 12

KT:
Open-Ended question

Back 12

require more than a one-word answer (i.e. “yes” or “no”).
Can encourage lengthy information on experiences, perceptions or responses to a situation.
(i.e. “Tell me something about your family”.)

Front 13

KT:
Paraphrasing

Back 13

Restating in different (often fewer) words the basic content of a client’s message.
E.g., "In other words, you seem to be saying..."

Front 14

KT:
Personal space

Back 14

The distance people prefer in interactions with others.

Front 15

KT:
Probing

Back 15

Asking for information chiefly out of curiosity rather than with intent to assist the client.
Asking “why” can be probing and my place client in a defensive position.

Front 16

KT:
Process Recording

Back 16

Process recordings are written records of a segment from the nurse-client session that reflects as closely as possible the verbal and non-verbal behaviors of both client and nurse.

Front 17

KT:
Reflecting

Back 17

Reflecting is a means of assisting people to better understand their own thoughts and feelings.
Distilling of someone's message and identifying what may be their main priority.

Front 18

KT:
Restating

Back 18

Mirroring the client’s overt and covert messages.
Restating differs from paraphrasing. It involves repetition of the same key words the client has just spoken.

Front 19

KT:
Semantics

Back 19

The study of words and their meanings

Front 20

KT:
Why Questions

Back 20

May imply criticism and make the person defensive.
It is much more useful to ask “what is happening” rather than “why it is happening.”

Front 21

2.
4 phases of the nurse-client therapuetic relationship (Pg. 433)

Back 21

1. Pre-interaction: e.g. read file
2. Introductory: first meetings (sets tone for relationship)
3. Working (accomplish task outlined in earlier phase)
4. Termination

Front 22

3.
Ways the nurse can enhance the development of a therapuetic realtionship

Back 22

Consistency (same nurse), Honesty, Genuiness, Empathy, Positive Regard;
Listening; Pacing (according to clients comfort level and ability); Good initial impressions; promote comfort and client control; trust and active participation.

Front 23

4.
Role of boundaries in the nurse-client relatiionship

Back 23

Nurse must keep client needs and roles distinct from their own.

Front 24

5.
Discuss counter Transference and transference...

Back 24

•Transference: Redirection of feelings to a substitute (nurse, therapist) things that one experienced originally as a child
* counter-transference: when the helping professional transfers their emotional baggage onto client.

Front 25

6.
Differentiate between verbal(content) and non-verbal(process) communications.

Back 25

Verbal Communications: Consist of all words a person speaks.
Non-verbal Communications: Consist of the tone of voice, manner in which a person paces his/her speech, facial expression, body posture, amount of eye contact, eye cast (emotion expressed in the eyes), hand gestures, signs, fidgeting etc...

Front 26

7.
5 Elements of Berla's Communication Process

Back 26

•Stimulus (cause or reason for communication) •Sender (initiates interpersonal contact. AKA source)•Message •Mediums (channels) •Receiver

Front 27

8.
Cultural Factors influencing the communication process

Back 27

Communication style,
eye contact, perception of touch and cultural filters

Front 28

9.
Impaired verbal communication related to language barrier can manifest in:

Back 28

Decreased, delayed or absent ability to receive, process, transmit and use a system of symbols-
• Anxiety
• Powerlessness
• Situational low self esteem
• Social isolation
• Impaired social interaction

Front 29

10.
Nursing strategies for the client with impaired verbal communication

Back 29

•Manipulate the environment:
•Provide Support
•Employ measures to enhance communication
•Educate the client and support persons

Front 30

11. Outcomes for the client with impaired verbal communication

Back 30

•Begins to establish method of communication
•Uses verbal or nonverbal techniques to indicate needs.
•Perceives the message accurately, •Regains maximum communication abilities.
•Expresses minimum fear, anxiety, frustration and depression.
•Uses resources appropriately.

Front 31

12.
Techniques which facilitate effective theraputic communications

Back 31

1.Use of Silence
2.Active Listening
3. Clarifying techniques

Front 32

13.
Techniques that obstruct effective theraputic communication

Back 32

•Asking excessive questions: appears interogating, demanding, disrespectful
•Giving approval/disapproval: kind of like judging, cuts of communication
•Advising- rarely helpful: when asking for advice client is seeking confirmation of their own thinking
•“Why" questions

Front 33

14.
List possible goals for a clinical interview (Pg. 172 Vacarolis)

Back 33

Specific goals may be:
•Identify and explore problems relating to others;
•Discuss healthy ways of meeting emotional needs;
•Experience a satisfying and interpersonal relationship; and
•Feel understood and comfortable.

Front 34

15.
Helpful Guidelines in conducting a clinical interview (Pg. 172,3 Vacarolis)

Back 34

•Speak briefly
•When you don’t know what to say, say nothing
•When in doubt, focus on feelings
•Avoid advice
•Avoid relying on questions
•Pay attention to non-verbal clues
•Keep focus on the client

Front 35

16.
Aspects necessary in planning the interview and setting

Back 35

Setting: Establish a setting that enhances feelings of security:
Offer introductions and provide overview of meeting;
Confidentiality issues are addressed;
Assume same height;
Angle instead of face to face positioning;
Use settings with a door- client between it and nurse. No barrier between self and door.

Front 36

17.
Stages of an interview (x3)
Pg. 268

Back 36

Opening/Introduction: sets the tone, establish rapport
Body/development: Substance of meeting with full interaction from client
Closing: when information has been obtained, or when client declines to provide necessary infor, meeting is terminated

Front 37

KT:
Good and bad aspects of using the Process Recording?

Back 37

Good: Useful tool for identifying communication patterns
Bad: Rely on memory; subject to distortions

Front 38

2.
What are the two aspects of the Working Phase?

Back 38

1. Exploring and understanding thoughts and feelings
2. Facilitating and taking actions

Front 39

4.
What are 2 common reasons that boundaries get blurred?

Back 39

1. Relationship slips into a social context
2. Nurses needs are met at expense of clients

Front 40

4. Actions that nurses may manifest when boundaries are blurred are (x3)

Back 40

1. Overhelping
2. Controlling (for their own good)
3. Narcisism (the need to find weakness in others so that the nurses importance is magnified)

Front 41

12. Examples of Active Listening

Back 41

1. Observe client's non-verbal behaviors
2. Listening to and understanding verbal message
3. Understanding context of the person's social/cultural setting
4. Listen for 'false notes'.
5. Providing feedback that the client might not be aware of.